ABSTRACT
The objectives of this research are to explore dimensions of service quality and evaluate service quality expectations, perceptions and satisfactions of healthcare workers in a field hospital. Data were collected from 126 medical personnel who were caring for COVID-19 patients. The questionnaire was developed from guidelines for setting up field hospitals in Thailand. Exploratory Factor Analysis (EFA) extracted 7 dimensions, Service quality was analyzed with service gap analysis, Important Performance Analysis (IPA) and Priority nonconformity index (PNCI). The Gap analysis found that overall service quality was satisfactory. Infrastructure was a most satisfied dimension. Social responsibility was a most dissatisfaction. IPA showed logistics with risk management and administrative procedure were strength. The PNCI suggested to transfer resources from infrastructure medical service, occupational health and safety to improve personnel quality and social responsibility. © 2022 ACM.